Call Accounting Can Help with Shared Service Center Cost Containment
August 14, 2014
By Mae Kowalke
TMCnet Contributor
Containing costs is important for just about every business, even high-flying creative firms such as Google (News - Alert).
The need to manage costs is particularly important when it comes to shared service centers (SSCs), which are centers within global organizations where specific tasks such as accounting, payroll, compliance and human resources are often located. These SSCs are basically cost centers, so efficiency and cost containment are particularly important.
One area where SSCs and businesses in general can reduce costs is telecom. Every business uses telecom services, and almost every business is paying too much for telecom.
That’s because telecom services are complex and it is easy to overspend. For that reason, call accounting solutions such as ISI’s (News - Alert) Telemanagement Solution’s Infortel Select are being used to track telecom spend and improve efficiency.
Businesses, SSCs in particular, also are finding it advantageous to leverage call recordingand screen capture to drive efficiency.
“Many standardized processes are very repetitive. Invoice entry, order processing, or claims management can all be verified using a screen recording solution,” noted a recent ISI blog post. “Audio, video, and screen recording technologies are the foundation of contact center quality assurance, but they also provide real-life input into the quality management of any business process.”
Of course, not everyone should be recorded at all times. But a carefully developed recording plan can bring insight without making employees feel under a microscope.
The combination of call accounting and recording solutions enables much better awareness of what’s actually going on operationally within a business. From this efficiency gains can be identified.
“This can be done in a matter of minutes, since the actual handling of recordings and QA projects are completely automated,” noted the ISI blog. “With a call recording solution, SSCs can achieve quality management without increasing workload.”
Business is moving faster than ever thanks to the mercurial pace of technology, which can make cost efficiency more of a challenge. Thankfully, though, technology also is making it easier to monitor cost and efficiency more easily.
Edited by Stefania Viscusi